实用商务英语听说第三册课件庞媛主编 ISBN9787566307460 PPTUnit 4 After sales Service.ppt

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1、Unit4After-salesServiceTopracticelisteningforgeneralideasAimsTolistenandunderstandwhatisafter-salesserviceTopracticelisteningforspecificinformationaboutafter-salesserviceTopracticelisteningforgeneralideasAimsTolearnhowtoimprovecommunicationskillinhandlingaclaimContentsPartI.

2、Warm-UpPartIIComplaintsandAdjustmentsPartIIIBasicRequirementsofAfter-saleServicePartIVAttheAfter-salesDepartmentContentsAftersalesservicereferstovariousprocesseswhichmakesurecustomersaresatisfiedwiththeproductsandservicesoftheorganization.Itmakessureproductsandservicesmeetor

3、surpasstheexpectationsofthecustomers.After-salesserviceincludesvariousactivitiestofindoutwhetherthecustomerishappywiththeproductsornot.Itisacrucialaspectofsalesmanagementandmustnotbeignored.SituationPartI.Warm-UpWhatdoyouthinkshouldbeincludedinafter-salesservice?2.Whichcompa

4、nydoyouthinkofferthebestafter-salesservice?Whatareyourreasons?Task1:Directions:Workwithyourpartneranddiscussthefollowingquestions:Task1Keys1thedurationofthewarrant,maintenanceandreplacementpolicy,itemsincludedorexcluded,laborcosts,andspeedofresponse.Task1Keys2Open-endedWordB

5、ankWordBankretailer零售商warranty保修期guarantee保障package包，包装duration时限maintenance维修replacement更换excluded排除的labor劳工additional额外的availability可用性perception感觉willingness意愿complaint抱怨Task2KEYSListentothepassageandtick√theelementsthatareincludedinafter-salesservice.□insuranceservice√du

6、rationofthewarrant□servicehotline√maintenancepolicy√replacementpolicy□freecatalogues√itemsincludedorexcluded√laborcosts□salesinformation√speedofresponse√additionaltraining√helpdeskavailabilityTask3KEYSWorkwithyourpartneranddiscusstheimportanceofafter-salesservice.Listyourans

7、wersinthefollowingbox.Goodafter-salesservicecan1.Maintaingoodcompanyimage2.Attractnewcustomers3.Havelongbusinessrelationshipwithcurrentcustomer4.……PartIIComplaintsandAdjustmentsWordBanksprinter跑鞋tear洞，裂缝deliver运送sincere真诚的allowance补贴compensate补偿defect缺陷air-conditioner空调appar

8、ently明显地vase花瓶investigate调查Task1KEYSDirections:Listentosixpeopletalkingabou